November 6, 2017Revdex.com of Western Pennsylvania Holiday Dr, Suite Pittsburgh, PA 15220RE: Complaint ID *** *** ***On Saturday, September 30, at 8:am our technician received an afterhours call from the homeowner named above stating that the furnace does not seem to be getting
any fuel to it and it does have a filter underneath the manufactured homeThe technician arrived at the home around 9:am.Upon arrival he found the furnace was sucking airChecked and changed the oil filterHe checked and tightened all the fittingsChecked the oil tank for oil and checked line lengthHe then removed the nozzle and blew through it; nozzle was not clogged.Checked the oil pump and screenChecked the motor and the couplerUnit was still drawing air in oil supply line.The technician then replaced both supply and return oil linesStarted furnace up and checked operationUnit was lighting properly and running fineHe left unit cycle on and off several times while cleaning up; which was approximately minutes or longerCustomer seemed happy until bill was presented.Customer did not pay the technician for the afterhours call out fee, the new oil filter complete, and new fuel line install until October 24, Usually, we need to have payment in full the day of the call outThe customer was informed this before going out, but when presented with the bill, he stated he did not have enough to pay that day and would need to send us paymentTherefore, we were extending the customer a courtesy by letting them pay laterTechnician did not leave the jobsite unit 1:pm.On Monday October 30, we got a call from the homeowner to our answering service stating that the house was full of smoke when he woke up that morningWe spoke with the homeowner and told him we were booked solid until Thursday for hours and a different technician, but could send someone out afterhours that dayHe inquired about the repair warrantyAs with any customer, we do warranty our workmanship for the original diagnosis for daysWe told the customer that if it was anything other than an issue with the oil line (as that was the original diagnosis on Sept30) there would be a chargeCustomer did not want us afterhours.We spoke with the customer a few times that day and each time we tried to talk with him or his wife someone was in the background screaming rude and obnoxious things and making threatsAt the same time, the person on the phone would not let us talk and try to reason things out with themIt seemed like they did not want to hear what we had to say unless it was “we would be right out and at no charge”Which was not possibleSo, when they say we were rude, I believe they were the ones being rudeWe strive on being respectful and considerate to our customersWe strive to do all we can for our customers, but in this case, they would not listen to us and basically let us talk.As for the warranty period, if the customer would have listened to use and left us talk, they would have found out that if it was an issue with the oil line, that it would be covered even on Thursday when we could have gotten another technician out during hours.The homeowner stated in his complaint that his original call was for an inoperative furnaceI have attached the messages from our answering service that shows what he told them when he called inPlease refer to the first paragraph of this response and the attached answering service messageOur technician did check out everything to make sure what was going on with the unit before installing new oil lines.The homeowner claims that the technician did not run the furnace when he was out in September after he changed the oil lineAs per our technician, he left the unit run and cycle for over minutes before he left the job site and the unit was working fineThe customer was even happy that the furnace was working (until they were presented with the bill)IF the furnace was not in working order when the technician left as stated in the complaint, then why did the homeowner pay the bill a few weeks later and why didn’t they call into the office and speak with us regarding the furnace not working that following Monday after the original call out?In the message the customer left with our answering service on October 30, (see attached) he stated that there was soot (smoke) and kerosene coming out the little doorThis could have come from a clogged nozzleNow that the pump is working properly since there was no more air getting in the lines, it could have quite possibly pick up sludge and/or debris from the tank and clogged the nozzleWe had no way of knowing this nor do we know what was found to be wrong by another companyAll we can say is the furnace was running and operating fine when the technician leftAnything can happen at any time on furnaces, especially oil furnacesWe cannot control something going bad after we have been outWe completed the call and the furnace was running and operating fine when the technician left.Regarding the ducting being full of sootThe only way that the duct can be full of soot is if the heat exchanger has a crack in itThe heat exchanger holds all that in and will not go into the ducting unless the heat exchanger is badIn which case the furnace should be replaced due to being unsafe to operateThe heat exchanger has nothing to do with what our technician did on the original call outHe would not have even touched the heat exchanger.In summary: when the technician left the jobsite, the furnace was running and operating properlyWe were called out to get the furnace running which we did, not to service and clean the unitA month later we get a call that the furnace was filling the house with smokeThe homeowner wanted a different technician and did not want after hoursTherefore, with our work load, we were unable to get a different technician out until that following ThursdayWe do warranty our workmanship for days on the original diagnosis which was the oil lineWe would have honored that if we went out on Thursday and it was an oil line issueWe were not rude to the customer as stated but was trying to resolve an issueThe customer would not let us talk to try and work things out and there was someone in the background being rude and making threats to our companyEven with that going on, we still maintained our composure and spoke (when they would let us) with respect and considerationThe service we did that day would have nothing to do with causing soot in the duct workAs stated above, the only way soot would be in the duct work is from the heat exchanger being bad and cracked, which makes the furnace unsafe to operateAgain, the furnace was running and operating properlyThe technician ran the unit for at least minutes before leaving and unit was working fine.Sincerely,Donna L*** SecretaryShane Shaffer, Inc
Hello ive tried to reply your email and reject the companies reply because only one line was replaced and the other only half replacedI have on the reciept from the repairman that installed the new unit that the lines shaffer put in were in fact leakingIf you need a more detailed description of what wad and wasnt done please call me at ***Like I said I couldnt reply to the email on the Revdex.com site and I didnt want time to lapse on the caseThank you
November 6, 2017Revdex.com of Western Pennsylvania Holiday Dr, Suite Pittsburgh, PA 15220RE: Complaint ID *** *** ***On Saturday, September 30, at 8:am our technician received an afterhours call from the homeowner named above stating that the furnace does not seem to be getting
any fuel to it and it does have a filter underneath the manufactured homeThe technician arrived at the home around 9:am.Upon arrival he found the furnace was sucking airChecked and changed the oil filterHe checked and tightened all the fittingsChecked the oil tank for oil and checked line lengthHe then removed the nozzle and blew through it; nozzle was not clogged.Checked the oil pump and screenChecked the motor and the couplerUnit was still drawing air in oil supply line.The technician then replaced both supply and return oil linesStarted furnace up and checked operationUnit was lighting properly and running fineHe left unit cycle on and off several times while cleaning up; which was approximately minutes or longerCustomer seemed happy until bill was presented.Customer did not pay the technician for the afterhours call out fee, the new oil filter complete, and new fuel line install until October 24, Usually, we need to have payment in full the day of the call outThe customer was informed this before going out, but when presented with the bill, he stated he did not have enough to pay that day and would need to send us paymentTherefore, we were extending the customer a courtesy by letting them pay laterTechnician did not leave the jobsite unit 1:pm.On Monday October 30, we got a call from the homeowner to our answering service stating that the house was full of smoke when he woke up that morningWe spoke with the homeowner and told him we were booked solid until Thursday for hours and a different technician, but could send someone out afterhours that dayHe inquired about the repair warrantyAs with any customer, we do warranty our workmanship for the original diagnosis for daysWe told the customer that if it was anything other than an issue with the oil line (as that was the original diagnosis on Sept30) there would be a chargeCustomer did not want us afterhours.We spoke with the customer a few times that day and each time we tried to talk with him or his wife someone was in the background screaming rude and obnoxious things and making threatsAt the same time, the person on the phone would not let us talk and try to reason things out with themIt seemed like they did not want to hear what we had to say unless it was “we would be right out and at no charge”Which was not possibleSo, when they say we were rude, I believe they were the ones being rudeWe strive on being respectful and considerate to our customersWe strive to do all we can for our customers, but in this case, they would not listen to us and basically let us talk.As for the warranty period, if the customer would have listened to use and left us talk, they would have found out that if it was an issue with the oil line, that it would be covered even on Thursday when we could have gotten another technician out during hours.The homeowner stated in his complaint that his original call was for an inoperative furnaceI have attached the messages from our answering service that shows what he told them when he called inPlease refer to the first paragraph of this response and the attached answering service messageOur technician did check out everything to make sure what was going on with the unit before installing new oil lines.The homeowner claims that the technician did not run the furnace when he was out in September after he changed the oil lineAs per our technician, he left the unit run and cycle for over minutes before he left the job site and the unit was working fineThe customer was even happy that the furnace was working (until they were presented with the bill)IF the furnace was not in working order when the technician left as stated in the complaint, then why did the homeowner pay the bill a few weeks later and why didn’t they call into the office and speak with us regarding the furnace not working that following Monday after the original call out?In the message the customer left with our answering service on October 30, (see attached) he stated that there was soot (smoke) and kerosene coming out the little doorThis could have come from a clogged nozzleNow that the pump is working properly since there was no more air getting in the lines, it could have quite possibly pick up sludge and/or debris from the tank and clogged the nozzleWe had no way of knowing this nor do we know what was found to be wrong by another companyAll we can say is the furnace was running and operating fine when the technician leftAnything can happen at any time on furnaces, especially oil furnacesWe cannot control something going bad after we have been outWe completed the call and the furnace was running and operating fine when the technician left.Regarding the ducting being full of sootThe only way that the duct can be full of soot is if the heat exchanger has a crack in itThe heat exchanger holds all that in and will not go into the ducting unless the heat exchanger is badIn which case the furnace should be replaced due to being unsafe to operateThe heat exchanger has nothing to do with what our technician did on the original call outHe would not have even touched the heat exchanger.In summary: when the technician left the jobsite, the furnace was running and operating properlyWe were called out to get the furnace running which we did, not to service and clean the unitA month later we get a call that the furnace was filling the house with smokeThe homeowner wanted a different technician and did not want after hoursTherefore, with our work load, we were unable to get a different technician out until that following ThursdayWe do warranty our workmanship for days on the original diagnosis which was the oil lineWe would have honored that if we went out on Thursday and it was an oil line issueWe were not rude to the customer as stated but was trying to resolve an issueThe customer would not let us talk to try and work things out and there was someone in the background being rude and making threats to our companyEven with that going on, we still maintained our composure and spoke (when they would let us) with respect and considerationThe service we did that day would have nothing to do with causing soot in the duct workAs stated above, the only way soot would be in the duct work is from the heat exchanger being bad and cracked, which makes the furnace unsafe to operateAgain, the furnace was running and operating properlyThe technician ran the unit for at least minutes before leaving and unit was working fine.Sincerely,Donna L*** SecretaryShane Shaffer, Inc
Hello ive tried to reply your email and reject the companies reply because only one line was replaced and the other only half replacedI have on the reciept from the repairman that installed the new unit that the lines shaffer put in were in fact leakingIf you need a more detailed description of what wad and wasnt done please call me at ***Like I said I couldnt reply to the email on the Revdex.com site and I didnt want time to lapse on the caseThank you